I didn't receive the router

contact the English-speaking hotline.

I talked with them, but they couldn't help me.

I haven't informed that l will have router separately. I don't even the status right now.

Hello ​@erarslan,
a very warm welcome to our community 🙂
It's a pity that your connection has already been activated and you can't use it because the router hasn't arrived yet 🤔
Is the router listed in the order confirmation and did you receive anything in writing?
Unfortunately, we have no way of checking from here, as your Community account is not yet linked to your new contract (which unfortunately is not yet possible).
Would you like to call us again?
Best regards, Kathi

I talked with activation department and they told they will inform related department for activation..

Still l don't understand the process. Telekom came into my house and did all connection, used their portable router and confirmed it is working. Customer service directed me activation department and activation department told they will inform other department which l don't know whom they are and what will they do exactly.

Router included in my contract summary when l applied for home internet.

Such a mess and no process diagram shared with me that's why l don't know what is next steps and when..

Hi ​@erarslan ,

thanks for your reply! If the router is included in you summary, it seems to point to an error on our side. The next steps should be to trace the error, fix it and send you the router asap.
Sorry, that it has already taken quite a bit. From what you’ve shared I’d say, that my co-workers already informed the correct department. That in itself does cancel the waiting, but I’m sure they’ll get there as soon as possible.

Best regards,
Kurt

Still l dont understand why they dont sent me the router. I dont know what they do but after they complete process, l will need router to connect internet. If they send router after completing, it will take 4-5 work days more to get it. Why they dont send router in advance? It really makes no sense.

Hi ​@erarslan ,

sending the router in advance so its ready for activation day is in the usual process, which seems to have failed this time around. Have you managed to get in touch with our Tech department, or have has the router already found its way to you?

Best regards
Kurt

Yes, i did. Router has just arrived and connection will be done on 9th april which is almost 2 months after my application and 3 weeks after techs done fiberglass connection. I hope l can connect on that day without any problem.

Now l installed everything and waiting for activation link which needs to come today between 8am to 12am via email. I got activation confirmation via email at 3am but there is no link so l dont understand why it has been sent to me. And dont know if l will get the link as well...

l called english hotline and fixed it with Customer Service. They activated internet but havent register my modem id and info there 🙇🏻

Hi ​@erarslan ,

sorry to hear that! Did they manage to enter you Info in order for your device to connect to our servers?

Best regards
Kurt